---
sourceDocument: Australia Release Notes
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/release-notes

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Release Notes

ft:clusterId :

    - rn

bundleId :

    - rn


---

# Advanced Work Assignment (AWA) release notes

# Advanced Work Assignment (AWA) release notes {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
The ServiceNow®
Advanced Work Assignment (AWA) application automatically assigns work items to your agents based on their availability, capacity, and,
optionally, skills. AWA was enhanced and updated in the Australia release.

## About Advanced Work Assignment (AWA) {#advanced-work-assignment-rn__advanced-work-assignment-rn-highlights}

Use AWA with non-task and non-interaction tables such as leads, opportunities, orders, and quotes.{#advanced-work-assignment-rn__advanced-work-assignment-rn-highlights-1}

See [Advanced Work Assignment](https://www.servicenow.com/docs/access?context=awa-application-landing-page&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US) for more information.{#advanced-work-assignment-rn__advanced-work-assignment-rn-highlights-2}

## Activation and other requirements

Activation information

:   AWA is a ServiceNow AI Platform feature that is available with activation of the Glide Advanced Work Assignment plugin (com.glide.awa). For details, see [Activate Advanced Work Assignment](https://www.servicenow.com/docs/access?context=awa-activate&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US).{#advanced-work-assignment-rn__advanced-work-assignment-rn-activation-1}

Browser requirements

:   Advanced Work Assignment doesn't support mobile devices or Microsoft Edge browsers. Instead, use Microsoft Edge - Chromium or one of the other supported browsers that are listed in [Browser support](https://servicenow-prod.fluidtopics.net/R~HKN5suDllHe_wr4CWNYA "Browser support varies for each version of the user interface (UI). Some features have additional browser requirements, which are noted in the appropriate documentation.").{#advanced-work-assignment-rn__advanced-work-assignment-rn-browser-1}

## Australia {#ariaid-title2}

The ServiceNow®
Advanced Work Assignment (AWA) application automatically assigns work items to your agents based on their availability, capacity, and,
optionally, skills. AWA was enhanced and updated in the Australia release.

### What's new {#advanced-work-assignment-rn-release__advanced-work-assignment-rn-new-features}

[Advanced Work Assignment](https://www.servicenow.com/docs/access?context=awa-application-landing-page&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US)
:   Configure routing for non-task and non-interaction tables such as leads, opportunities, orders, and quotes in AWA.

[Advanced Work Assignment](https://www.servicenow.com/docs/access?context=awa-application-landing-page&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US)
:   Use telephone-style transfer workflows in AWA to enable warm transfers where agents consult privately before merging calls with the customer.
{#advanced-work-assignment-rn-release__advanced-work-assignment-rn-new-features-1}